Position: Customer Service Manager
Company: ZoomAround
Location: Sarasota, FL
Reporting Relationship: Reports directly to VP of Operations & CEO
Pay Range: $60,000-$80,000 Salary, plus Monthly Bonuses & Commissions
CUSTOMER SERVICE MANAGER
At ZoomAround, we believe our success is driven by the people who create exceptional experiences for our customers every day. We are passionate about delivering industry-leading customer service while building a positive, energetic workplace where our Team Members are empowered to grow, succeed, and enjoy coming to work.
We are seeking an experienced, driven, and people-focused Customer Service Manager to lead our Customer Service Department across multiple locations. This is a leadership role responsible for developing high-performing teams, driving revenue growth, maintaining exceptional customer satisfaction, and creating a culture built on accountability, teamwork, and continuous improvement.
As the Customer Service Manager, you will oversee the daily operations of the Customer Service Department, including reservations, scheduling, routing coordination, customer communications, and overall department performance. You will recruit, hire, train, coach, and develop Team Members while providing regular feedback, role-playing, and sales coaching to improve customer interactions, increase conversion rates, and maximize revenue opportunities
Beyond managing daily operations, you will play a vital role in shaping the culture of the department. You will inspire your Team to deliver exceptional service, celebrate successes, foster collaboration, and create a fun, positive, and high-energy environment where Team Members feel valued, motivated, and supported. Through your leadership, you will build a culture that balances accountability with encouragement while helping each individual reach their full potential.
If you are a positive leader who thrives on developing people, improving processes, driving sales, and creating an outstanding customer experience, we invite you to join our Team and help lead ZoomAround's continued growth and success.
PROFESSIONAL EXPERIENCE
- Proven experience in planning, training, hiring, and managing a team of five or more employees in a customer service and sales environment
- Experience handling inbound sales calls, as well as storefront sales
- Strong sales acumen with a track record of closing sales while setting clear and accurate customer expectations
- Skilled in developing and executing schedules that align with customer requirements, ensuring timely delivery and quality standards
- Experience with reviewing daily sales and revenue targets, identifying and reporting discrepancies
- Experience utilizing Point of Sales Systems
- Ability to execute delivery and pickup schedules daily
- Ensuring a safe environment for employees through adherence to safety policies, assessing and eliminating hazards, improving housekeeping standards, conducting incident investigations, and implementing corrective action.
- Recommending and implement strategies to improve quality, meet on-time delivery, and fiscally responsible by maintain cost within budget.
- Ensuring accurate inventory control of all onsite vehicles.
- Planning and recommending necessary product workflows.
RESPONSIBILITIES
- Create and maintain a fun, positive, and high-energy work environment where team members feel valued, motivated, and excited to come to work each day.
- Responsible for overall sales & customer service for all locations
- Lead and implement sales strategies to increase revenue across all locations
- Responsible for maintaining a high level of customer service & satisfaction across all locations
- Oversee all aspects of the Service Delivery department
- Continuously evaluate and improve customer service processes, systems, and workflows to increase efficiency, enhance the customer experience, and support company growth
- Regularly meet with individual team members to provide coaching, role-playing, and feedback on closing techniques to improve conversion rates
- Monitor sales performance metrics to drive growth and identify areas for improvement
- Lead regular sales meetings to set expectations, review goals, and share best practices
- Oversee the routing of timely deliveries and pickups
- Oversee cart availability and optimization to ensure maximum revenue, while preventing double bookings
- Responsible for the recruiting, interviewing, hiring, training, & performance accountability for all team members
- Establish goals and reporting for personnel
- Conduct monthly team meetings and quarterly reviews
- Assist in monitoring the status, readiness, and availability of vehicles to support operational needs.
- Oversee weekly personnel scheduling and payroll
- Assist in troubleshooting of vehicle issues
- Report to Executive Team on team and individual performance
- Promote and maintain a positive, engaging, and team-oriented workplace culture
- Communicate directly with management team on overall Customer Service performance
QUALIFICATIONS
- Customer Service and/or Sales Experience 5+ years (preferred)
- Prior leadership experience, leading a team or multiple projects
- Demonstrated successful management of stressful situations
- Must enjoy working in a fast-paced work environment within a rapidly growing company
- Ability to work 8:30AM-5:30PM Tuesday – Saturday with changes as needed during peek seasons
- Working knowledge of Microsoft Outlook, Excel, & Point of Sales Systems
PHYSICAL DEMANDS
- Must be able to lift, carry, and place supplies up to 25 pounds without assistance
- Possible reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.
- Communicate effectively in person, by telephone, or by using telecommunications equipment
- Enters and locates information on computer
- Visually verifies information, often in small print
- Presents information to small and large groups
- Safely operates motor vehicles
- Experience driving pickup trucks with trailers (preferred but not required)
BENEFITS
- Fast Paced Friendly Team Environment
- Paid Time Off
- Health Insurance
- 401k after 60 days of employment
- Bi-Weekly Pay
- Bonus Opportunities
SCHEDULE
Thursday to Monday *Weekends, holidays & 6 days a week as needed
*Note: During specific date ranges more hours may be required.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 10 hour shift
- 8 hour shift
Experience:
- Leadership: 2 years (Preferred)
- Customer service: 2 years (Preferred)
- Sales: 2 years (Preferred)
License/Certification:
- Driver's License (Preferred)
Work Location: In person
